FAQ

ABOUT AYEN, THE ASSORTMENT & SIZES

All our clothes are Made in Europe. Using the following approaches, we try to do our part for a fair and sustainable fashion industry:

  • We know each of our producers & each production site personally
  • We stand for quality instead of quantity
  • We mainly use natural fibres such as cotton, linen, Tencel or similar for our clothing.
  • We try to do without plastic as far as possible (e.g. with our packaging).
  • We produce small and limited collections to avoid mass and overproduction
  • We rely on short and environmentally friendly delivery routes through Made in Europe
  • We create timeless and classic designs that can be worn for more than one season

You will find a size guide with measurements on each of our product pages, which will help you to find the right size for each product.

 

Our ayen collections are always limited, so the general rule is: first come, first serve. However, we do offer you the opportunity to sign up for a "back in stock" notification should something come back. To do this, simply enter your email address in the notification window on the respective product page and we will inform you as soon as the item is available again in the shop. Unfortunately, we cannot tell you in advance if and when items will be available again. If the notification entry is not possible for technical reasons, you can also contact our customer service directly at any time. ayen customer service at [email protected].

 

We have several wholesale partners within Germany where you can buy our collections. You can find an overview of all stores here.

 

On our job page (here) you will always find all current job offers. We are also always happy to receive unsolicited applications. 

 

PAYMENT & SHIPPING 

We ship both nationally and internationally. A detailed overview of our shipping countries and shipping costs can be found here. here.

You can pay with credit card, instant bank transfer or PayPal.

From time to time there may be delays due to overload. Therefore, please give our system a few minutes. From time to time, mails can also end up in the spam folder. Please also check your spam folder and make sure that your mailbox is not full and that the e-mail you entered was correct. If you still have not received an email within 24 hours, please contact our customer service at ayen customer service at [email protected] with your details and the items you have ordered. We will get back to you as soon as possible.

Additional taxes, import duties and customs duties are not covered by ayen . Detailed information on shipping conditions can be found at here.

All our deliveries to you are insured and therefore have a tracking link. You will find this in your shipping confirmation, which we have sent to the e-mail address you provided. There you can track your shipment. Unfortunately, we have no further influence on the delivery process of our shipping partner DHL. If your parcel has still not arrived after 10 days, please contact our customer service by e-mail at [email protected].

Think before you print! For the sake of the environment, we do not use printed invoices at all. Nevertheless, you will receive your invoice directly by e-mail after placing your order. If this is not the case and you would still like to have your invoice, please contact our ayen customer service by e-mail at [email protected]. They will then be happy to send you your digital invoice by e-mail.

RETURNS & EXCHANGES

You can return the goods to us within 14 days of receipt. The goods must be in perfect, unworn and undamaged original condition including hangtags and labels.

Please remember that a lot of love and work goes into every product. Therefore, please be especially careful when trying on the clothes with regard to make-up stains or other possible soiling. Should the goods show stains or other damage upon return, we unfortunately cannot accept the goods and will return them to you.

Postal return via DHL - Germany
You can return the goods to us free of charge within 14 days of receipt within Germany.

Simply log in to your ayen user account in the online shop. You can view all your ordered items under "Orders". Display the order you would like to return in full or in part, select "Request return" and enter a reason for your return.

With the confirmation of the return notification, you will receive an e-mail in which you can create and print out a return label for your parcel. You can drop off your parcel at any German DHL branch or parcel shop.

Postal return - foreign countries (everything except Germany)

You can return the goods to us at your own expense within 14 days of receipt. Please always use the following address:

NP Media GmhH / ayen
Kurfürstenstraße 5
80799 Munich
Germany

Personal returns at our ayen store in Munich
In addition to returning your order by post, you can also return it in person to our ayen store in Munich (Kurfürstenstraße 5, 80799 Munich). Please bring the goods to be returned in the original packaging and the delivered documents (e.g. delivery note).

Together with you, we will check your return on site and, if it is returned correctly, we will pay you back the amount via the payment method you originally selected.

Returns for guest orders:

If you ordered as a guest within Germany, you can arrange your return here. Of course, the return shipment is also free of charge for you. Simply register with your order number (enter without "#", you will find the order number in the order confirmation you received from us by e-mail) and the e-mail address you used to place the order.

Here you can return your order as a guest: ayen-label.com/return

Please note the following for your return:

-Please send the items in their original packaging if possible.

- In order to process your return as quickly as possible, please enclose the delivery note.

- Packages sent postage unpaid (packages that are not prepaid) cannot be accepted by ayen and will be returned to you at your expense.

- Important: Keep the consignment note from the consignor until the purchase price is refunded.

- In case of complaints or discrepancies, please contact our ayen customer service immediately by e-mail at [email protected] or via the contact form.

- These are only recommendations on our part, your legal right of withdrawal is not affected by this.

We generally offer the return of items within Germany free of charge. Please always register a return via DHL in your ayen account or as a guest. here so that we can provide you with the link to create the return label for the free return shipment. For returns outside Germany, the buyer is responsible for the costs.

For returns within Germany, we will provide you with a free and prefabricated DHL returns label. For returns outside of Germany, the buyer bears the return costs. The exact return address is:

NP Media GmhH / ayen
Kurfürstenstraße 5
80799 Munich
Germany

The shipping costs you paid will only be refunded if you return your order in full. In the case of partial returns (e.g. you have ordered several items and are only keeping one of them), only the amount of the returned goods will be refunded. The shipping costs remain the same.

After we receive your return, we will process it within 14 days. You will then receive your money back or a replacement delivery.

The exchange of items is currently only possible in person at our ayen store in Munich. In our online shop, we cannot automatically offset amounts against each other, so unfortunately a direct exchange is not possible. However, you can choose to return the unwanted items to us and place a new order.